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Senior Program Manager

3 months ago

Bengaluru, Karnataka, India Amazon Full time


Amazon is looking for a motivated individual for the profile of Program Manager-II to lead the shipper experience charter for its Amazon Shipping team.


Key job responsibilities :

In this role, Key job responsibilities include:

  • Defining overall strategy to execution roadmap (OP plan) for policy, program, product initiatives, ensuring stakeholder buy in and planning headcount requirements to enable the initiatives to drive Shipper Support experience enhancement.
  • Driving collaboration across functions (Sales, Operations etc.) to enable implementation of solves to enhance shipper experience, enabling leadership visibility to performance and key metrics and streamlining monthly, quarterly review of metrics to take in leadership guidance and inputs, Identification of strategic partnerships internally/externally that can benefit SWA (E.g. A.in Cx, SDS for delivery related Shipper contacts, regular cadences with WW Product and Portfolio managers to ensure launch of papercuts, parity initiatives.)
  • Shipper Support Design and SOP modification: Simplification of Shipper support SOPs to ensure: (3.1) Faster resolution; (3.2) Enhanced quality of resolution; (3.3) Enhanced agent experience & productivity. Exploring models like direct routing (e.g. delivery escalation directly routed to LM) to reduce queue changing time and hence improve overall SLAs, selfserve (e.g. auto update on status check cases for faster resolution)
  • Benchmarking with ICs, creation and ownership of Shipper Central Support and Tracking experience strategy and roadmap
  • Perform data analysis proactively to generate actionable insights and identify actionability at agent/support team side, business side, product side etc. to reduce Contact per shipment. Own the design, development, and improvement of ongoing metrics, reports, Standard operating procedures etc. This will include accessing and analyzing contact data and working extensively with external and internal teams.
  • Visibility on Support performance: Provide visibility to key recipient contact metrics and analytical insights to leadership via WBR, MBR and QBRs, highlighting areas that require support, and ensuring creation of dashboards and reporting to ensure stakeholder visibility.
  • Creating GTM strategy for feature launches and working with WW and IN product to ensure launch to adoption to improve shipper experience.
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